Friends and family test

Would you recommend us to friends and family? You now have the opportunity to provide feedback on the care and treatment you receive and to improve services by completing the NHS friends and family test.

The Friends and Family Test is an easy-to-understand, comparable question that will be asked of patients about the care and treatment they have received. It will be used to drive cultural change and continuous improvements in the quality of the care received by NHS patients.

It will be offered to you after your care is complete and only takes a minute to fill in.

Additionally, for most types of care you also have the option to give this feedback electronically. We will text your mobile phone about your care shortly after you have it. This text option was launched in Croydon in July 2018 for Emergency Department patients and extended to most other care in August.

You will be asked whether you would recommend hospital wards and A&E departments to your friends and family if they needed similar care or treatment. This means every patient in these wards and departments will be able to give feedback on the quality of the care they receive.

As a result of our current work using the Just a Minute cards (JAM) Croydon Health Services is of one of a number of early implementers. The government wants NHS organisations to obtain regular and timely feedback from patients about their care. Using a simple question makes this process, quick, easy and relevant.

You will be asked to answer the following question when you are discharged, or within the 48 hours of discharge:

'How likely are you to recommend our ward/A&E department to friends and family if they needed similar care or treatment?'

You will be invited to respond to the question by choosing one of six options, ranging from 'extremely likely' to 'extremely unlikely'.

It is important that you are given the opportunity to explain why you have given your answer, so please answer any follow-up questions.

You may be asked to answer the question before going home, or you may be invited to do so by returning a postcard, by phone or on a website.

It is not mandatory to complete the questionnaire but if you do it will help us improve our services.

We will then gather the results and analyse them to see if any action is required. An overall score will be published on this page every month.

You can continue to use our feedback form to complain, show concern or give compliments about our services/staff.

For more information on Friends and Family Test visit NHS Choices website.

New guidance

From October 2014 the FFT Score was replaced with the percentage of respondents who would/would not recommend the service to their friends and family. This is in line with how NHS England now present the data.

Inpatients

Inpatients

Month

% that recommend the service

% that do not recommend the service

Total Responses

Dec 2018

88.6

4.4

472

Nov 2018

89.1

5.4

634

Oct 2018

88.8

3.6

588

Sept 2018

92.6%

2.1%

378

Aug 2018

95.7%

1.5%

865

July 2018

84.5%

7.8%

579

June 2018

88.9%

5.1%

487

May 2018

93.6%

2.2%

503

April 2018

92.4%

1.9%

592

March 2018

90.7%

3.7%

536

February 2018

91.3%

3.2%

403

January 2018

92.9%

2.2%

553

December 2017

94.3%

2.4%

700

November 2017

94.0%

2.0%

833

October 2017

94.0%

2.0%

832

September 2017

92.9%

1.8%

952

August 2017

92.0%

3.0%

964

July 2017

94.4%

1.5%

1075

June 2017

92.3%

1.3%

1098

May 2017

90.7%

1.7%

870

April 2017

94.6%

1.4%

721

March 2017

95.1%

2.2%

720

February 2017

94.0%

1.8%

718

January 2017

94.8%

1.6%

696

December 2016

96.4%

1.0%

780

November 2016

95.5%

1.7%

756

October 2016

96.2%

0.7%

953

September 2016

94.9%

0.8%

840

August 2016

94.4%

1.5%

904

July 2016

94.9%

1.6%

866

June 2016

93.9%

1.4%

986

May 2016

94.9%

2.0%

1075

April 2016

92.3%

2.5%

992

March 2016

92.9%

1.8%

902

February 2016

92.4%

2.3%

909

January 2016

95.4%

1.8%

1026

December 2015

94.7%

1.6%

694

November 2015

92.8%

3%

870

October 2015

92.6%

2.4%

1033

September 2015

92.0%

3.4%

820

August 2015

93.8%

2.6%

988

July 2015

95.5%

1.8%

1415

June 2015

94.6%

2.0%

1122

May 2015

94.3%

1.5%

811

April 2015

92.6%

2.1%

704

March 2015

92.9%

2%

708

February 2015

91.2%

2.6%

784

January 2015

93.7%

2.2%

587

December 2014

92.8%

3.1%

517

November 2014

93.9%

3%

689

October 2014

93.5%

2.3%

660

A&E

A& E

Month

% that recommend the service

% that do not recommend the service

Total Responses

Dec 2018

69.1

20.6

1881

Nov 2018

71.9

18.6

2045

Oct 2018

76.0

16.4

2172

Sept 2018

67.0%

17.9%

1857

Aug 2018

78.1%

11%

2482

July 2018

86.1%

5.6%

2101

June 2018

87.0%

4.4%

1980

May 2018

90.1%

3%

1740

April 2018

91.5%

2.5%

1033

March 2018

90.2%

3.5%

459

February 2018

93.4%

2.0%

815

January 2018

92.9%

2.3%

647

December 2017

94.7%

2.6%

468

November 2017

October 2017

89.8%

4.3%

694

September 2017

89.0%

3.6%

753

August 2017

89.5%

2.7%

1253

July 2017

89.7%

2.7%

1353

June 2017

90.3%

3.6%

1294

May 2017

90.2%

4.5%

502

April 2017

95.2%

1.6%

189

March 2017

93.8%

1.9%

779

February 2017

93.6%

1.3%

745

January 2017

93.7%

1.2%

590

December 2016

93.2%

1.4%

720

November 2016

96.7%

1.6%

367

October 2016

91.5%

2.9%

515

September 2016

93.4%

1.9%

636

August 2016

93.2%

2.1%

1009

July 2016

95.9%

1.7%

779

June 2016

94.3%

1.5%

1044

May 2016

92.8%

1.8%

1064

April 2016

94.4%

1.7%

510

March 2016

92.6%

3.1%

741

February 2016

90.6%

3.6%

635

January 2016

92.4%

2.5%

806

December 2015

93.3%

2.6%

269

November 2015

95.6%

1.8%

340

October 2015

92.1%

3.9%

669

September 2015

93.5%

2.0%

656

August 2015

90.5%

3.5%

662

July 2015

94.3%

2.0%

409

June 2015

92.8%

2.9%

418

May 2015

93.9%

2.7%

409

April 2015

92.2%

3.1%

359

March 2015

89.1%

4.5%

799

February 2015

89.5%

2.7%

641

January 2015

94.9%

1.6%

809

December 2014

88.2%

6.1%

280

November 2014

95.2%

1.9%

524

October 2014

93.8%

1.3%

693

Total A&E and inpatients - Data available only till March 2015.

Total A&E and inpatients

Month

% that recommend the service

% that do not recommend the service

Total Responses

March 2015

90.9%

3.3%

1507

February 2015

90.5%

2.6%

1425

January 2015

94.4%

1.9%

1396

December 2014

91.2%

4.1%

797

November 2014

94.5%

2.6%

1213

October 2014

93.6%

1.8%

1353

FFT scores as per the previous guidance

Most recent FFT Score

The scores have been revised to reflect the calculation used by NHS England.

The FFT score for October is 60. This is based on 669 responses. Click on the link for the September data for A&E and Adult inpatients wards. September 2014 FFT>>

‘Friendly and welcoming staff who put me at ease at all times, and made my birth experience a good one’

'The midwives were all supportive, and nothing was too much for them to do. We’ll miss everyone.

‘Home visit was a god-send, plus the opportunity to ask many questions and get exact answers’

Meet the Matron

Matrons in A&E, adult inpatient wards and ITU meet with patients and families each week, listen to their comments and provide support and information. Look out for posters around the hospital for dates and time.